I have two lines with Verizon. I traded in an iPhone X and an iPhone 8 for promo-credits of 22.22 (traded in June 2022) and 11.11 per month (traded 2nd phone in Sept 2022) respectively. I received confirmation that both devices were received in good condition and started receiving the credits on my monthly bill. The credits were to extend for a 36 month period. However, they dropped off my bill last fall. I work with customer service to fix it, only to get a "chargeback" on my bill for the previous payments I had received for the devices I traded-in.
I have contacted customer service about this numerous times (5 times!!) and have been told - 1. That the device credit hasn't been issued YET and will soon appear on my bill (not true) 2. That I traded in my device after the 30-day window (not true) 3. I must have switched to an ineligible plan (also not true - I'm on the unlimited plan) 4. This was a billing glitch and it's been resolved (it hasn't) I go through all of this work and then the next bill is wrong again and the device credit is missing.
Customer service is clearly reading from a script and not actually LISTENING to my problem. The last time I chatted in, I was told that they aren't able to see my previous customer service interactions (I asked if they can review the problem so I don't have to explain it all again)
I'm ready to cancel my whole account after being with Verizon since 2005. Anyone else have billing issues and/or the worst customer service ever? Never had any issues with Verizon until now.
JGRES,
I'd be reaching out as well if I didn't the proper credits for two iPhones that I traded in. I'm eager to help out and make sure you are set up for success moving forward with this. I'll be sending you a Private Note within this forum. Please respond in there so we can access your account and proceed with investigating what occurred.
-Ryan
I was told that this was resolved and I would see the credits on my next bill. Just reviewed the bill and I now am receiving $ 22.22 credit for one of the devices that I traded in, but I am not getting the $11.11 credit that I should be for my husband's iPhone that we traded.
Help is here, JGRES. I understand how important it is to have all trade in credits reflecting properly. I would be delighted to look into this for you! Please send us a Private Note to get started.
*Cheyenne
It's been several more months and I just noticed that the $11.11 credit for my husband's phone has come off again! Can you help me fix this?
JGRES, I'm disheartened to hear that the resolution fell through. We'll be sending a Private note so we can jump back in.
-Melissa
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